Tier 2 Technician, IS&T

Position Summary

The Tier 2 Technician has a mix of technical and customer service skills and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the Tier 2 Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. The Tier 2 Technician addresses assigned incidents and problems promptly, consistent with applicable SLAs and established Solutions Center protocols. Assignments will often require work outside of normal business hours based on project requirements. This role typically handles Tier I and Tier II requests by users that cannot be effectively resolved remotely. 

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Performs Tier 2 support via telephone, email, in person, and via remote systems management as well as personal interactions directly with MFA staff
• Travels locally to remote MFA sites primarily in the DC Metro area to provide support for the hardware, software, telephone and infrastructure equipment
• Assists with triaging IS&T Department tickets, ensuring that all tickets are appropriately assigned or closed
• Works with MFA staff to keep operations and practice systems in working order to meet their needs
• Supports and maintains functionality of MFA desktops
• Assists integration of new hardware and software systems.
• Works closely with teammates, cross-functional IS&T teams, and vendors to troubleshoot problems and offer possible solutions.
• Trains peers and customers on new processes and technologies
• Evaluates hardware and software and makes recommendations for change.
• Maintains and supports all printers by either repairing when possible or reporting to the proper party for repair or replacement.
• Supports medical equipment connectivity to the network and reports to the proper party for repair or replacement.
• Performs research to collect, analyze, and present substantive information for technical Knowledgebase documentation, articles, and correspondence.
• Ensures practice-based computer equipment adheres to MFA standards for compliance.
• Performs staff computer installs and support to include cable management, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.; 

Minimum Qualifications

Education

• Bachelor’s degree in an appropriate field preferred, or an equivalent combination of experience and training.

Experience

• Ability to work within a team environment and demonstrate reliability, sense of urgency, attention to detail, and problem-solving skills.

• Minimum of three years experience at a service-oriented position within a helpdesk providing systems support for Software, Hardware, mobile and cloud-based software, networking and voice technologies, and online collaboration technologies: Windows, Mac, iOS, Androids, Printing, MS Office, G Suite, Box, Zoom, Webex, etc.

• Experience with imaging/provisioning tools such as SCCM, Jamf

• Microsoft Technology Associate applicable certifications

Physical Requirements

• Sit, stand, bend, reach, walk for long periods of time in a clinical setting
• Must be able to occasionally lift, carry, push, or pull over 100 lbs. as part of the role
• Regularly exposed to healthcare setting that may require personal protective equipment
• Requires manual dexterity to operate computer keyboard, calculator, copier machine, and other equipment

About GW MFA

MFA physicians provide comprehensive patient care, offering one practice for the whole person with 52 medical and surgical specialties. As members of the GW School of Medicine and Health Sciences faculty, MFA providers are teachers and mentors for medical students, residents, fellows, and researchers preserving the rich tradition of academics, research, and healing. In addition to maintaining a closely integrated alliance with The George Washington University and The George Washington University Hospital (GWUH) which is separately owned and operated by Universal Health Services (UHS), the GW MFA has active referring relationships with 12 area hospitals.

The GW MFA’s leading healthcare presence in the DC metro region is complemented by a network of community-based practices in DC, Maryland, and Virginia. Given its geographic location in central NW Washington, DC, and proximity to more than 175 resident embassies, the MFA continues to evolve its international clinical outreach.